Laura Robinson Email & Phone Number

Ventura, California, United States

Ventura, California, United States

United States

Technical and operations manager for multiple accounts, domestic and global. Managing operations with 100+ staff members delivering desktop support to over 100,000 combined end-users interfacing with all towers of IS in the healthcare and large business environment. Working on National and Global accounts to provide L2/L3 deskside support and L1 A/V.

Technical and operations manager for 4 accounts in the west region of the US managing 40+ desktop support technicians delivering contractual based desktop service to over 50,000 combined end-users interfacing with all towers of IS in the healthcare and large business environment.

• Partner with transition teams using Field Service Transition Methodology to on-board, train, and deploy all new technical staff.
• Decipher and coordinate delivery of new services before assumption of service into NTT Data’s Field Service Delivery Model on multiple accounts.
• Execute interim delivery of new services into NTT Data’s Field Service Delivery Model on multiple accounts before handing off to permanent delivery manager and moving to new account transition.
• Pre-Sales due diligence discovery experience.

U.S.

• Project management
• Cost Savings identification, implementation, and tracking;
• Review management information; analyze trends, SLA's;
• Conduct Maturity assessments
• Conduct internal audits;
• Make ad-hoc recommendations;

• Ensure adherence to contractual KPI's & SLA's
• Management & coaching of level 3 remote technicians & their performance and efficiencies to deliver desktop service
• Interact with key customer contacts to provide exceptional service & periodic health checks

Tech support manager of National Remote Desktop support team on the WellPoint account. Provided desktop support though dispatch and remote resolution.

United States

• Created automated deployment tools and procedures for a 12,000 end-user environment.
• Led tier 4 support team and senior technical staff in troubleshooting advanced level problems and techniques.
• Designed cross platform desktop computer software images.
• Created and implemented successful targeted deployment of system upgrades for all models of computers.

Thousand Oaks, CA

Lead Desktop Engineer, Computer Technician, Server & Networking Tech, Executive Support Technician, Lead Technician.

Pacoima, CA

• Engineering design of IS industry equipment racks, stands, cabinets, and security consoles for CNC manufacturing design spec using CADKEY and AutoCAD design software.
• Created detailed rendered drawings for company sales and marketing catalogs and pamphlets.
• Engineering team and inside sales SME of designed products.

Associate Of Science, Liberal Arts (Stem/Math Emphasis), As Degree With Honors

Associate Of Arts And Sciences - Aas, Electrical Engineering, Math, Physics, Sophomore With Honors

Activities and Societies: WISE Club (Women in Science and Engineering) - Santa Barbara City College

Pursuing, Pmp